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IBM Tivoli Support Provider Tools and Processes: 000-023 Exam
000-023 Questions & Answers
Exam Code: 000-023
Exam Name: IBM Tivoli Support Provider Tools and Processes
Q & A: 68 Q&As

Part: A
1: Which two statements are true regarding Support Provider Level 1 Customer Support? (Choose
two.)
A.Level 1 Support is responsible for taking the first support call from a Customer (during normal
business hours, Monday – Friday in line with IBMs standard 5×8 support).
B.Level 1 Support is responsible for testing new software versions of IBM products and
communicating the release of said software to clients that have purchased it from IBM.
C.Level 1 Support is responsible for incorporating and testing any program fix provided by Level
3 Support (as appropriate), and delivering or
communicating the problem resolution, bypass, circumvention, or other notice of restriction to the
End User.
D.Level 1 Support is responsible logging all calls in an electronic call management system
capable of opening an internal PMR or other form of trouble ticket that captures and can report in
electronic format historic information relating to a problem, from the first Call through to the
resolution of the problem.
E.Level 1 Support is responsible for logging all calls in an XML, Excel or Lotus 123 spread sheet
so that Level 2 support can open an internal PMR or other form of trouble ticket that captures and
can report in electronic format historic information relating to a problem, from the first call
through to the resolution of the problem.
Correct Answers: C D

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